Helpdesk Support Engineer at KORE RPO | Torre
Helpdesk Support Engineer
trending_up Invest in Torre
KORE RPO

Helpdesk Support Engineer

KORE RPO
Posted by
Ananda Gopal
star_border star_border star_border star_border star_border
star star star star star
(1) info
Emma
Emma
Emma highlights
This highlight was written by Emma’s AI. Ask Emma to edit it.
Full-time

Legal agreement: Contractor

Currency exchange and payroll taxes to be paid by:

Depends on the location of the candidate

Provide your expected compensation while applying
location_on
Remote (for Mexico residents)
Remote (for Brazil residents)
Remote (for El Salvador residents)
Remote (for Colombia residents)
Posted about 1 year ago

Responsibilities

We are seeking a Helpdesk Support Engineer with strong experience in Jira Service Desk Management and Confluence to join our remote team. The ideal candidate will monitor support queues, ensure SLAs are met, and triage non-automated tickets to the appropriate department. This role requires solid problem-solving skills, clear communication, and the ability to support a diverse range of end users with varying technical skills. Key Responsibilities * Monitor and manage Jira Service Desk queues, ensuring SLAs are consistently met. * Triage non-automated tickets and route them to the appropriate team or department. * Provide remote support for Windows and some Mac users, assisting with: * Printer connectivity * Audio and sound card issues * Network troubleshooting * Basic application support * Deliver clear, patient, and user-friendly support to non-technical users. * Document solutions and processes in Confluence for knowledge sharing. * Collaborate with internal teams to identify recurring issues and improve support efficiency. Qualifications * Proven experience in a Helpdesk or IT Support role. * Strong knowledge of Jira Service Desk Management and Confluence. * Basic to advanced troubleshooting skills in Windows environments (MacOS experience is a plus). * Ability to remotely connect and resolve user issues. * Fluency in Spanish and proficiency in English. * Strong organizational skills and the ability to work independently in a remote environment. Preferred Skills * Experience supporting global or distributed teams. * Familiarity with ITIL practices or other IT support frameworks. * Knowledge of SLA tracking and reporting.
This job post is closed.